We need a flow that would allow triggers that are set up in Zendesk to update information in VSTS. For example, if a ticket in ZD is assigned a “Medium” or “Normal” priority and it’s linked to a VSTS bug item – could we create a trigger in ZD that escalates the priority from Medium or Normal after X amount of days/hours to a higher priority on the ZD ticket. Once that trigger is ran in ZD, it would also automatically update the priority in VSTS to match. Does this make sense?

We would also need the functionality of pushing information from VSTS back to ZD. For example, if we have an open bug and the status is changed to RELEASED, or FIXED, or CLOSED – we’d want to push information back to the ZD ticket to mark the ticket as SOLVED. This would need to work with existing ZD triggers that would also push out communication to the end-user that their issue was resolved. In Zendesk, a PROBLEM type ticket can have child INCIDENT type tickets attached – we’d need the push from VSTS to make sure it closed all child tickets as well. If you close a PROBLEM ticket in ZD, it automatically solves the child INCIDENT tickets. Hopefully this all makes sense.

If you could direct me to the best channel for support or information on these questions, that would be most helpful.

Integrate Cloud is promoting their services but you must pay extra for them. I'm curious to know if the functionality I desire is natively available in this integration.

Unfortunately the current VSTS app isn't going to be exactly you need. It's a basic information tool to create work items and send comments/updates back and forth. By the way, the plugin is maintained by Microsoft not Zendesk, so Zendesk doesn't have control over it. I see you already found the link below with the same comments you made here, which is good.

Probably your best bet on this if you want it now would be to update this application yourself to do the updates you want as it already has the connection between VSTS and Zendesk. You could update this app to allow for some additional tagging that in turn would allow you to setup the triggers you want out of the box.

There is one thing you could do now though which is part of what you want and that is set an automation after X days. If you've installed the VSTS app, you'll see when you link to a work item it'll create a tag similar to this:

In your automation you could just add check for a tag containing vso_wi and have it change the priority after X days.

I just installed it for my system. Works as advertised. Zendesk issue -> Bug, Epic, Feature, or Task. Zendesk agents can notify (send notes) to developers via the linked work item. Looking forward to more features!!! Go IntegrateCloud!

Make sure you follow the instructions per the info buttons exactly. I was in a hurry and missed a few thing and go hung up. Works for us at Tipwinns, Inc.

We've just installed the integrated cloud solution and are loving it. Our support and dev teams are now on the same page given we can link Zendesk tickets to VS tasks and pass comments both ways. When a dev makes a comment in VS on a task it is posted as an internal comment in ZenDesk so support agents know exactly where an issue is at. Dev's can easily access the Zendesk ticket for more context and history on the issue they resolving. In short in brings our Dev team and support team together and helps us deliver great customer service. The team @integratedcloud are also very responsive to new ideas and suggestions. Highly recommended!